AccountId: 011433970860
ContactId: 81e4cad4-d587-49eb-97c3-76b58697b3ca
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 182419 ms
Total Talk Time (AGENT): 62494 ms
Total Talk Time (CUSTOMER): 76725 ms
Interruptions: 1
Overall Sentiment: AGENT=1.2, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/30/81e4cad4-d587-49eb-97c3-76b58697b3ca_20250130T20:31_UTC.wav
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[CUSTOMER][NEUTRAL] Oh.
[AGENT][NEUTRAL] You're calling APL. This is [PII]. How can I help?
[CUSTOMER][NEUTRAL] Hey, uh, this is [PII]. I'm calling from uh [PII]. I need to verify patients, um,
[CUSTOMER][NEUTRAL] Insurance, um, just to see if it's active.
[AGENT][NEUTRAL] Sure, yeah, I can check to see if the policy is active. Um, [PII], can I get a good call back number from you first in case we're disconnected?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes [PII].
[AGENT][NEUTRAL] Alright, thank you. Do you have the policy number?
[CUSTOMER][NEUTRAL] Yes, it is.
[CUSTOMER][NEUTRAL] 0004025640
[AGENT][NEUTRAL] OK, so that is not gonna be one of our policy numbers, [PII]. Um, I'm not getting any results with that. Do you maybe have their social? I could try searching for them that way.
[CUSTOMER][NEUTRAL] Let's see.
[CUSTOMER][NEUTRAL] I've got the last 4 of the social.
[AGENT][NEUTRAL] Uh, I would need the full, um, I could try searching just their name if you wouldn't mind spelling out the first and last name for me.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK, it's [PII]
[CUSTOMER][NEUTRAL] And then [PII]
[AGENT][NEUTRAL] OK, one moment.
[CUSTOMER][NEUTRAL] Date of birth is [PII].
[CUSTOMER][NEUTRAL] And I've got his address too.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] That would be great.
[CUSTOMER][NEUTRAL] OK, the address is [PII].
[AGENT][NEUTRAL] What was the city? I'm sorry.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, thank you. Alright, one moment please.
[AGENT][NEUTRAL] I do not have a [PII] in our system that lives in [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, let me see when this was put in. It may be an old policy.
[AGENT][NEUTRAL] Well, typically, even if it's older, um, I should be able to see it unless uh he had moved from a different state.
[CUSTOMER][NEUTRAL] Would you ship
[CUSTOMER][NEUTRAL] Mm, let me, um, let me call the patient and uh verify the um the ID.
[AGENT][NEUTRAL] OK, OK.
[CUSTOMER][NEUTRAL] Because, because this was just put in.
[AGENT][NEUTRAL] All right. And then if you can get that full social too, we could, we could search that way as well.
[CUSTOMER][NEUTRAL] OK, alright, um, I may be giving you a call back.
[AGENT][POSITIVE] OK, sure, no worries. All right, sorry there wasn't more I could do to help at the moment.
[CUSTOMER][POSITIVE] That's OK. Thank you.
[AGENT][POSITIVE] All right, yeah, I hope you have a great rest of your day.
[CUSTOMER][NEUTRAL] You too bye bye